ANALISIS PENERAPAN ENTERPRISE SYSTEMS (ERP, CRM, SCM) SEBAGAI PILAR TRANSFORMASI DIGITAL DI PT. DESIGN JAYA INDONESIA

Abstrak

Penelitian ini dilakukan untuk memahami bagaimana sistem Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), dan Supply Chain Management (SCM) mempengaruhi strategi transformasi digital di PT. Design Jaya Indonesia (KIOSBANK). Pendekatan deskriptif kualitatif dengan metode studi kasus digunakan, dan data dikumpulkan melalui wawancara daring dengan staf internal perusahaan. Hasil penelitian mengungkapkan bahwa adopsi sistem ERP dan CRM internal telah berhasil meningkatkan efisiensi operasional serta mutu layanan pelanggan. Selain itu, prinsip-prinsip SCM diterapkan melalui pengelolaan mitra digital yang baik, meskipun perusahaan tidak menangani distribusi produk secara fisik. Integrasi ketiga sistem ini membantu menyelaraskan proses bisnis dan mempercepat tanggapan terhadap perubahan pasar.

This study was conducted to understand how Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and Supply Chain Management (SCM) systems influence the digital transformation strategy at PT. Design Jaya Indonesia (KIOSBANK). A descriptive qualitative approach with a case study method was used, and data were collected through online interviews with internal company staff. The findings reveal that the adoption of internal ERP and CRM systems has successfully improved operational efficiency and the quality of customer service. Additionally, SCM principles are implemented through effective management of digital partners, even though the company does not handle physical product distribution. The integration of these three systems helps align business processes and accelerates responses to market changes.